Middleware Technical Account Manager

The Red Hat services team is looking for an experienced Software Engineer to join us as a Red Hat Middleware Technical Account Manager. In this role, you will provide adoption guidance, implementation of good practices and supportable insights to customers for the Red Hat Middleware solutions portfolio.

Technical Account Managers (TAMs) are highly technical and experienced engineers who work with customers on their strategic needs and mission-critical environments. As part of the services organization, the TAM works on behalf of the customer as their advocate with engineering. TAM works proactively to prevent incidents. When a problem occurs, the TAM will work with the customer to resolve the incident by coordinating efforts within Red Hat.

TAM aims to support the development, deployment, and support teams, ensuring that the best practices for configuration, tuning, and use of Red Hat products are applied.

You will act proactively, with a critical eye on the customer environment providing information and insights to facilitate the adoption of the technologies, keeping the environment supported, understanding customer objectives and priorities increasing customer loyalty, understanding IT infrastructure, internal processes and business needs, facilitating collaboration with other vendors and advocating for customers.

What you will do:

• Develop relationships with key business and IT stakeholders and become a guide on a customer's implementation by understanding their top business goals and priorities.

• Help customers achieve their business goals and outcomes by providing recommendations that will benefit customers' ongoing usage of Red Hat's technologies.

• Attain Trusted Advisor status with both key business and technical decision makers.

• Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers' business needs.

• In support of the Customer Success Strategy and Success Manager, monitor and identify trends in Red Hat adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success reviews.

• Proactive liaison and focal point into Red Hat Technology and Product teams and Technical Support Team, to address product feature/technical hurdles.

• Provide proactive Communications in the event of a service degradation or disruption.

• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.

• Provide executive level summary status reports both internally and to the customer for all high severity cases.

• Collaborate with internal teams to improve customer satisfaction and reduce renewal risk.

• Foster existing unused product capabilities/functionality that could help customer's business. 

• Serve as the customer advocate within Red Hat 

• Travel regionally to visit customers occasionally

What you will bring:

• 5+ years of professional Java coding and development experience

• Development-level experience analyzing and debugging Java and C++ application issues at the language-level, including code development, code review, stack traces, etc. 

• Hands-on experience with middleware technologies like Red Hat JBoss EAP, Kafka, API Management, Quarkus, Red Hat Single Sign On and Red Hat OpenShift

• Hands-on experience with messaging and streaming platforms

• Experience in a support, development, engineering, or quality assurance organization 

• Ability to take ownership of issues while maintaining a high level of detail 

• Outstanding written and verbal communications skills

• Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support

• Knowledge of JEE platform and experience working on large-scale enterprise Java projects is preferred

• Experience with business logic and Platform-as-a-Service (PaaS) cloud solutions would be a huge plus

• Bachelor's degree in a technology-related discipline (computer science or engineering is preferred)

About Red Hat

Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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